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WELCOME
Thank you for choosing to work with Concorde.
In order for you to know who to contact with your IT related queries, we have put together this document to ensure that you receive the support you need when you need it the most.
We innovate.We collaborate.
We deliver service excellence.
YOUR ITSUPPORT
GUIDE
QUICK AND EFFICIENT HELP
Our Service Desk is a state-of-the-art operational delivery and service management hub that offers technical excellence and reliability as standard, supporting organisations around the country, around the clock.As a single point of contact for end user support, our first, second and third line analysts respond to over 4,000 calls a month and undertake remote end user support, field engineer scheduling, nationwide parts logistics and offsite repairs.
Flexible Service Level Agreements (SLAs) ISO 9001 Quality Management accredited
P1
P2
P3
P4
URGENT a site may be down and the customer has no way of working.
HIGH the customer is heavily affected by the outage and cannot perform normal business operations.
MEDIUM the customer is able to continue normal business but has an issue that needs resolving.
LOWnormally assigned to planned work, the customer is not affected by the issue.
To log a service request or incident, please call
the Service Desk on08432 480022
To help us handle your call as quickly and as efficiently as possible,
please have the following details to hand when you call: Product
(manufacturer, type, model and serial number), call
reference, equipment site address.
Email us on [email protected]
Over 4,000 calls a month
EASY-TO-USE INCIDENT MANAGEMENT SYSTEM
Our Incident Management Portal allows customers to carry out a range of tasks relating to service requests and incident logs. The customer focussed site enables users to log low priority incidents, service requests and moves and installs, view real time updates and add notes directly to the incident management system.
Flexible Service Level Agreements (SLAs) ISO 9001 Quality Management accredited
To ensure that your high priority (P1, P2) incidents are dealt with
immediately, we recommend contacting our Service Desk directly
on 08432 480022
Email us on [email protected]
Visit portal.concordeitgroup.com
Sign up using your email address
Create a password
Log in via the same URL
Real time updates
FEATURES:•Monitor your back ups•Monitor your network•Log low priority incidents•View the status of incident•Add notes to existing requests•Request configuration changes •Request password changes
SIMPLE QUOTATION PROCESS
To obtain a quote for our support or professional services, please contact your dedicated Account Manager or email the Sales Team on [email protected] a full quotation, please fill out our online form.
Your request will be acknowledged by our Sales Team andone of our Pre-Sales Consultants will contact you to qualify your requirement in greater detail.
Flexible Service Level Agreements (SLAs) ISO 9001 Quality Management accredited
We partner with a select group of best-in-breed IT vendors to ensure that we deliver technology solutions that meet customer requirements. Microsoft, NetApp, Cisco, Sophos, Lenovo, HP, WatchGuard and Veeam.
Email us on [email protected]
PROJECT CONSULTANCY
SOLUTION DESIGN
Support and services
NETWORKING AND SECURITY
BACK UP AND DISASTER RECOVERY
CLOUD SERVICES
STORAGE AND SERVERS
INSTALLATION AND COMMISSIONING
USEFUL CONTACT DETAILSEscalation Contact Details
If the service you are receiving from Concorde IT Group doesnot meet your expectations or you would like to discuss specificaspects of your contract, please use the escalation contactslisted above.
SERVICE DESK - 08432 480022 (24 hour)
CUSTOMER SERVICES MANAGER - 08432 487435
OPERATIONS MANAGER - 08432 487434
Flexible Service Level Agreements (SLAs) ISO 9001 Quality Management accredited
Email us on [email protected]
RECEPTION08432 480000
SALES TEAM08432 480088
SERVICE DESK08432 480022
CORPORATEWEBSITE
concordeitgroup.com
OFFICE LOCATIONS
HEAD OFFICE
SOUTHERN
MIDLANDS
NORTH WEST
SCOTLANDHEAD OFFICEConcorde House, Wakefield Road, Ossett,West Yorkshire, WF5 9JS
NORTH WESTBlackburn Technology Management Centre,Challenge Way, Blackburn, BB1 5QBMIDLANDSGateway House, 4 Penman Way, Grove Business Park, Enderby, Leicester, LE19 1SY
SOUTHERN2nd Floor, 1 Furzeground Way,Stockley Park, Uxbridge, UB11 1BD
SCOTLANDThornliebank Industrial Estate, Glasgow, G46 8JH
For Infinitely Better peace of mind, contact us today on 08432 480000
concordeitgroup.com
